Workforce Management Traffic Analyst (Dutch Speaker)

Conduent

13d•Remote

About The Position

We are looking for a talented and detail-oriented Dutch-speaking Workforce Management Traffic Analyst to join our team remotely and help drive operational efficiency across our customer support organization! This role will be responsible for workforce management within our call center operations, analyzing traffic, and ensuring optimal allocation of resources. You will play a key role in planning, analyzing, and optimizing daily workflows to meet operational needs.

Requirements

Native-level Dutch and advanced-level English proficiency
Strong skills in working with numbers, data analysis, and proficiency in Excel.
Minimum of 2 years of experience in workforce management or as a traffic analyst in a call center
Problem-solving ability and strong analytical thinking skills
Ability to work remotely with strong self-discipline and task management skills.

Nice To Haves

Contact Center Experience with Workforce Management (WFM) systems and tools.
Involvement in projects aimed at enhancing efficiency within call center operations.

Responsibilities

Analyze daily and weekly call traffic and make operational forecasts.
Conduct analyses to ensure effective workforce distribution, shift planning, and operational efficiency.
Ensure alignment with established KPIs within call center operations.
Maintain workload balance and make real-time adjustments as required by operational demands.
Prepare reports using Excel and other analytical tools, presenting findings to management.